Received wrong mattress from Bensons [Resolved]

tightauldgit

TELLIT01 said:

Kay_Dot said:

First of all we bought this mattress about 5-6 months ago, but we only just realised that Bensons actually sent out the wrong mattress  
We ordered a mattress that was twice the price, firm feel (rather than soft) we tried it in the store and one would assume that Bensons would send out the correct mattress what with it being a high value item, reason being why it wasn't noticed before is because it was immediately covered with bedding, but after months of okay-ish sleep, we looked at the label and our invoice and saw we were sent a cheap mattress
We paid a deposit and are still paying for it (and the bed) on finance...do we have a chance of a partial refund/correct item being sent out?

In a later post you say that you have a photograph of the mattress, still in its wrapping, beside the unassembled bed.  If that is true you can't use the excuse of immediately covering it with bedding for not realising it was the wrong mattress.  I'm not saying it isn't the wrong mattress but you need to have a consistent, and believable, reason for not realising sooner.

I think simply saying I didn't check the mattress name/code against what I bought would suffice? It's not something that would be obviously wrong to someone that wasn't paying close attention is it? I mean fair enough if you ordered memory foam and got springs or vice versa i'd expect someone to twig but to most people a mattress is just a big white spongy rectangle and you if a big white spongy rectangle turns up at your door then you assume thats what you ordered. 

Kay_Dot

tightauldgit said:

TELLIT01 said:

Kay_Dot said:

First of all we bought this mattress about 5-6 months ago, but we only just realised that Bensons actually sent out the wrong mattress  
We ordered a mattress that was twice the price, firm feel (rather than soft) we tried it in the store and one would assume that Bensons would send out the correct mattress what with it being a high value item, reason being why it wasn't noticed before is because it was immediately covered with bedding, but after months of okay-ish sleep, we looked at the label and our invoice and saw we were sent a cheap mattress
We paid a deposit and are still paying for it (and the bed) on finance...do we have a chance of a partial refund/correct item being sent out?

In a later post you say that you have a photograph of the mattress, still in its wrapping, beside the unassembled bed.  If that is true you can't use the excuse of immediately covering it with bedding for not realising it was the wrong mattress.  I'm not saying it isn't the wrong mattress but you need to have a consistent, and believable, reason for not realising sooner.

I think simply saying I didn't check the mattress name/code against what I bought would suffice? It's not something that would be obviously wrong to someone that wasn't paying close attention is it? I mean fair enough if you ordered memory foam and got springs or vice versa i'd expect someone to twig but to most people a mattress is just a big white spongy rectangle and you if a big white spongy rectangle turns up at your door then you assume thats what you ordered. 

Exactly this! After multiple delays of the bed frame, which obviously has its distinctive design, colour, feel, etc, a mattress is "just a rectangular spongy thing", so you'd assume that's it's the correct one and everything you ordered so many months ago is finally here.

I only took a picture of the bed pieces and mattress to send to someone to say the bed we ordered so many months ago is finally here, and now I remembered im sure I took a picture.

On a side note, can I cancel my finance payments if the company doesn't play ball? because I'm not going to continue paying for an item I never initially ordered, and looks was given a cheaper alternative without any communications or if it was just a case of genuinely incorrect mattress delivery, either way, my finance agreement was for mattress A, not mattress B

Alderbank

Kay_Dot said:

tightauldgit said:

TELLIT01 said:

Kay_Dot said:

First of all we bought this mattress about 5-6 months ago, but we only just realised that Bensons actually sent out the wrong mattress  
We ordered a mattress that was twice the price, firm feel (rather than soft) we tried it in the store and one would assume that Bensons would send out the correct mattress what with it being a high value item, reason being why it wasn't noticed before is because it was immediately covered with bedding, but after months of okay-ish sleep, we looked at the label and our invoice and saw we were sent a cheap mattress
We paid a deposit and are still paying for it (and the bed) on finance...do we have a chance of a partial refund/correct item being sent out?

In a later post you say that you have a photograph of the mattress, still in its wrapping, beside the unassembled bed.  If that is true you can't use the excuse of immediately covering it with bedding for not realising it was the wrong mattress.  I'm not saying it isn't the wrong mattress but you need to have a consistent, and believable, reason for not realising sooner.

I think simply saying I didn't check the mattress name/code against what I bought would suffice? It's not something that would be obviously wrong to someone that wasn't paying close attention is it? I mean fair enough if you ordered memory foam and got springs or vice versa i'd expect someone to twig but to most people a mattress is just a big white spongy rectangle and you if a big white spongy rectangle turns up at your door then you assume thats what you ordered. 

On a side note, can I cancel my finance payments if the company doesn't play ball? because I'm not going to continue paying for an item I never initially ordered, and looks was given a cheaper alternative without any communications or if it was just a case of genuinely incorrect mattress delivery, either way, my finance agreement was for mattress A, not mattress B

No, you can't do that.

Your finance agreement was for the finance company to pay an agreed amount of money to Bensons and in return  you agreed to repay that money in installments. They have paid that money in good faith and you in turn must keep to your side of the contract.
Under the Consumer Credit Act they do have some responsibility for the purchase and you might eventually be able to take advantage of that via a section 75 claim but the Act doesn't permit you to just cancel your payments.

TELLIT01

tightauldgit said:

I think simply saying I didn't check the mattress name/code against what I bought would suffice? It's not something that would be obviously wrong to someone that wasn't paying close attention is it? I mean fair enough if you ordered memory foam and got springs or vice versa i'd expect someone to twig but to most people a mattress is just a big white spongy rectangle and you if a big white spongy rectangle turns up at your door then you assume thats what you ordered. 

I agree that simply saying you didn't even think to compare the name or code on the mattress is the best option.  To go in with a muddled story is far more likely to get them wondering if you went out and bought a cheaper mattress later. 

When our new mattress was delivered they simply dumped it on the bed base and left.  I never thought to check any of the labels, then or later.  It is the right mattress.

Grumpy_chap

This is quite possibly something as simple as a mistake made by the delivery crew.

The OP has photos of the bed and mattress being delivered but before it was unwrapped and assembled by the delivery crew and then left for the OP to "make the bed" with the bedding.
It does depend on how different the mattress is from the one that was ordered.  If the OP ordered a SEALY pocket-sprung mattress and received a SEALY pocket-sprung mattress that is far more plausible than the OP receiving a SILENTNIGHT pocket-sprung mattress or a SEALY memory foam mattress (both of the latter scenarios are rather more obvious differences that would have been more easily spotted). 

I can quite imagine that the delivery crew would have had another bed on board for a later delivery with the different mattress of the same make and type and simply pulled the incorrect mattress when making the OP's delivery.

Kay_Dot

UPDATE*

Called them this morning before work and managed to get the original mattress we ordered! Full story below….

Called them this morning and explained it simply (like you guys suggested).The lady over the phone initially said there's nothing that can be done as you have 30 days to notify them of any delivery issues. I explained I shouldn't have to pay for £1000 for Mattress B (actually worth £500), when I ordered Mattress A (£1000), and it’s not something you’d actually check when you finally get your order (as it’s just a rectangular sponge thing, they all look very similar) she spoke to someone and came back with the same response that "there's nothing she can do" because it's been so long, after that I asked to speak to a supervisor or manager, as expected they try to avoid passing onto managers/supervisors so she said they'd tell me the same thing anyway, I persisted and said I'd still like to speak to them, after a few more minutes on hold, she came back, asking for a WhatsApp picture of the incorrectly delivered mattress label and she said something like it shows on that label it has x years guarantee and under that we can exchange it for the correct one. I just agreed and was happy of the exchange. It’ll be coming next month!

Thanks for all your help guys, really appreciate it

the_lunatic_is_in_my_head

Kay_Dot said:

UPDATE*

Called them this morning before work and managed to get the original mattress we ordered! Full story below….

Called them this morning and explained it simply (like you guys suggested).The lady over the phone initially said there's nothing that can be done as you have 30 days to notify them of any delivery issues. I explained I shouldn't have to pay for £1000 for Mattress B (actually worth £500), when I ordered Mattress A (£1000), and it’s not something you’d actually check when you finally get your order (as it’s just a rectangular sponge thing, they all look very similar) she spoke to someone and came back with the same response that "there's nothing she can do" because it's been so long, after that I asked to speak to a supervisor or manager, as expected they try to avoid passing onto managers/supervisors so she said they'd tell me the same thing anyway, I persisted and said I'd still like to speak to them, after a few more minutes on hold, she came back, asking for a WhatsApp picture of the incorrectly delivered mattress label and she said something like it shows on that label it has x years guarantee and under that we can exchange it for the correct one. I just agreed and was happy of the exchange. It’ll be coming next month!

Thanks for all your help guys, really appreciate it

Shame they tried to fob you off but good to hear you got a result, thank for letting us know OP, always good to hear how these things turn out

tightauldgit

Kay_Dot said:

UPDATE*

Called them this morning before work and managed to get the original mattress we ordered! Full story below….

Called them this morning and explained it simply (like you guys suggested).The lady over the phone initially said there's nothing that can be done as you have 30 days to notify them of any delivery issues. I explained I shouldn't have to pay for £1000 for Mattress B (actually worth £500), when I ordered Mattress A (£1000), and it’s not something you’d actually check when you finally get your order (as it’s just a rectangular sponge thing, they all look very similar) she spoke to someone and came back with the same response that "there's nothing she can do" because it's been so long, after that I asked to speak to a supervisor or manager, as expected they try to avoid passing onto managers/supervisors so she said they'd tell me the same thing anyway, I persisted and said I'd still like to speak to them, after a few more minutes on hold, she came back, asking for a WhatsApp picture of the incorrectly delivered mattress label and she said something like it shows on that label it has x years guarantee and under that we can exchange it for the correct one. I just agreed and was happy of the exchange. It’ll be coming next month!

Thanks for all your help guys, really appreciate it

Amazing how they manage to go through all the wrong steps to get to the right decision (I doubt the guarantee allows anything of the sort, but your consumer rights surely do) but alls well that ends well I suppose. 

Okell

I can understand Benson's for Beds putting up a bit of a struggle, but it's a pity people were skeptical about the OP's chances of success...

Ms_Chocaholic

Being determined always pays off.